Customer Care Leadership Resume Example
An experienced Customer Care professional with superior communication skills, high standard of quality, and natural leadership skills. Extensive training and experience in Customer Care, team leadership, and statistical analysis. Highly adaptable and a firm believer in developing communication infrastructures & processes that achieve mutual positive results between company and customer. Experience in implementation of new processes and continual review of existing processes using statistical analysis of performance relative to departmental KPI's. Experienced in making strategic decisions in order to improve and adapt existing processes based on both data and customer satisfaction. Consistent and dependable as a team member and highly motivated to achieve team goals. Extensive experience with team development, coaching, performance review, strategic planning, and proactive communications. Extremely personable and excited to provide meaningful contributions to a team.
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Customer Advocate; 9/13/16-4/7/17;
Senior Customer Advocate; 4/7/17-7/16/2017;
Associate Manager; 7/16/17-1/1/19;
Scheduling Associate; 1/1/19-Current
- Function as both scheduler & Workforce Manager for the Customer Care department; making & communicating decisions that directly impact operations & results within the department.
- Evaluate staffing needs and make recommendations based on forecasting.
- Communicating to staff of 130+ re: operational changes, process changes, and relevant updates regarding the department.
- Provide operational support to the Associate Director in Customer Care.
- Data analysis and tracking for department performance relative to KPI's set by Director of Customer Care.
- Functioning in numerous roles and projects outside of usual job-scope in order to ensure team-success.
- Responsible for providing administrative support, sales data entry, managing inventory, and maintaining storefront appearance.
- Responsible for preparation & maintenance of church's equipment live and broadcasted events. Oversaw creation and editing of media to be distributed.
Four years of experience in Customer Service leadership and operational functions. Responsible for effectively communicating to Customer Care Dept. regarding changes in processes and aligning to meet departmental KPI's. Responsible for continual review of staffing needs, scheduling, training, and workforce management in order to achieve and maintain metric goals.
- Valley Family Church, 2006-Present
- Kalamazoo Dream Center, 2008, 2009, 2010, 2011, 2013
- Others Including: City of Kalamazoo, 2010; Kalamazoo Gospel Mission, 2009; Habitat For Humanity, 2008; City of Portage, 2008
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Resume Overview
School Attended
- Western Michigan University
Job Titles Held:
- Customer Care Leadership
- Assistant Store Manager
- Duplication & Editing Specialist
Degrees
- Bachelor of Arts : Organizational Communication
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